About this role
Service Center
CSCS TXESSENTIAL DUTIES:
- Oversee the day-to-day operations of the service advising team, ensuring efficient workflow and high-quality customer interactions.
- Conduct training sessions for service advisors, focusing on skill enhancement, product knowledge, and customer service excellence.
- Monitor team performance, provide constructive feedback, and implement strategies to improve productivity and service quality.
- Directly engage with customers, providing expert advice on auto glass options, insurance claims, and addressing complex queries or issues.
- Drive sales through effective team management, ensuring advisors are adept at identifying upselling opportunities and enhancing customer experiences.
- Continuously assess and improve operational processes for increased efficiency and customer satisfaction.
- Ensure all customer interactions and service deliveries meet the set quality standards and compliance requirements.
- Regularly report on team performance, customer feedback, and operational metrics to higher management.
- Handle escalated customer issues, resolving conflicts and managing crises effectively.
- Stay updated with industry trends and market dynamics to inform team strategies and operational improvements.
- Perform other duties to meet the needs of the business.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Proven leadership and team management skills.
- Advanced knowledge of auto glass repair and replacement services.
- Strong customer service, communication, and interpersonal skills.
- Ability to mentor and motivate a team.
- Proficient in multitasking, problem-solving, and decision-making.
- Strong computer literacy and familiarity with industry-specific software.
- Ability to effectively lead a team.
- Ability to resolve complex issues within tight timeframes while maintaining procedural integrity.
- Ability to determine course of action based on guidelines and to modify processes and methods as needed.
- Strong computer skills in Microsoft Office.
EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:
- High school diploma or equivalent
- 5-8 years in customer service, with specific experience in auto glass services preferred.
- 2-3 years prior supervisory or management experience in a similar role.
CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS:
- N/A
PHYSICAL REQUIREMENTS:
- Ability to maintain a stationary position for extended periods of time, as the job primarily involves working at a desk.
- Consistent operation of a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer, for most of the workday.
- Proficient use of standard office equipment and technology, with a high degree of manual dexterity for typing and data entry.
- Good visual acuity to view detailed information on a computer screen for extended periods.
- Ability to effectively communicate with clients and team members via telephone, email, and video conferencing tools.
WORK ENVIRONMENT:
- This is a remote position, requiring a quiet and distraction-free home office environment conducive to professional phone and video interactions.
- Reliable high-speed internet connection and adequate power supply to support continuous computer and communication equipment usage.
- Safe and ergonomically sound workspace setup to prevent strain or injury during prolonged computer use.
- Flexibility to adapt to varying home-based work conditions and any changes in technology or software used for remote work.
- Self-discipline and effective time-management skills to stay productive and meet deadlines in a less structured, home-based environment.
- Regular virtual interaction with team members and management, requiring a proactive approach to communication and collaboration.
Other facts
About Caliber Collision
As one of the nation's largest auto repair providers, Caliber offers unlimited opportunities to drive your career forward. Surrounded by a purpose-driven, team-centric culture, you are empowered to create the roadmap for your future.
With more than 1,800 centers nationwide across 41 states, Caliber features a wide range of automotive services including collision, auto glass and fleet solutions. We are known for providing an outstanding customer experience and regularly rank among the highest customer satisfaction scores in the industry.
Our commitment to caring for people extends to our Caliber teammates and their careers. When you join Caliber, you're not just an employee but part of a dedicated team. You'll receive mentoring from some of the brightest minds in the industry, as well as competitive pay and a comprehensive day-one benefits program.
At Caliber, we care about your well-being. We're proud to have been the only auto repair company on Forbes' list of "America's Best Large Employers"-an honor awarded to companies with high employee satisfaction. We're also proud to have been recognized by Inc. as a Best in Business Extra Large
Company (500+ employees), receiving a gold medal for our efforts in going above and beyond to make a positive impact.
Caliber is an equal-opportunity employer. We are committed to fostering an inclusive and diverse workplace.
What you'll do
- Oversee the day-to-day operations of the service advising team and ensure efficient workflow and high-quality customer interactions. Engage directly with customers to provide expert advice on auto glass options and drive sales through effective team management.
Ready to join Caliber Collision?
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